As a Tier 2 Subject Matter Expert, you will play a key role in providing advanced help desk support for software issues. Your responsibilities will include:Resolving software problems and coordinating with all help desk staff to determine the best approach for resolving application-related tickets.Supporting both Tier 1 and Tier 2 staff by clarifying complex situations, troubleshooting challenging questions, and offering valuable information to aid in ticket resolution.Reviewing help desk metrics and conducting quality control ticket reviews to ensure high standards of service.Collaborating with leadership to oversee the development of knowledge documents that enhance application support.Strong problem-solving skills and the ability to communicate effectively across teams.This position requires working onsite at our Rocket Center facility for at least three days per week, with flexibility for remote work on other days.